Complaints

This profile includes complaints for REBAG's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  REBAG

  168 39th St Brooklyn, NY 11232-2549

  
• 

  REBAG

  185 Greenwich St Ste 29 c/o Westfield World Trade Center New York, NY 10007-2383

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold 3 designer items to rebag on September 3rd. I was told I would receive my money for items on October 4th for buyout and have not received any money for the 2 designer handbags and shoes Ive sold. Theyve had my bags and shoes for over 3 weeks and I still have not received my money for them. I would refrain from ever selling to rebag their policies are horrible and they do not pay on time. They have my items and are withholding the money! Also, it is very hard to get in contact with customer service. Horrible!!

  Customer Answer

  Date: 10/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a Trade purchase with Rebag, which involved me sending them a few items of value to trade off against an item I wanted to purchase. I sent several items. One of these items were a pair of ********* ********* **** patent leather Pigalle heels. This item was in very good condition. Approx one hour before I dropped the items off at ****** I took several photographs, and even recorded a video, to prove the condition of the items prior to transit. Approx 2 weeks later, I received the full report of my trade from Rebag, confirming they were refusing the shoes because of a "pattern transfer" on the shoes. I had no idea what this was. The shoes were returned to me, and sure enough, had what looked like an ink transfer on the shoes. That **** was not on the shoes prior to them being sent to Rebag. As it is **** patent leather, the black ink transfer is also not removable. So Rebag received a pair of shoes from me in very good condition, and returned them to me damaged, in a condition that means I cannot wear them, or sell them privately. I reached out to Rebag immediately to inform them that the shoes had been damaged by them. I was told they would not do anything for me, and suggested I'd sent the shoes to them in that condition. I responded advising I had proof of condition (and packing- the shoes were placed inside a ********* ********* shoe bag which I also photographed) and I'd like to escalate it, and have them look at the evidence. I was told there was nobody to escalate it to, and they would not discuss it any further. So I am now left with a pair of worthless shoes, and despite Rebag being responsible for this, they will not take any accountability, which is appalling. The amount the originally offered in trade was $255. This is the amount I am looking to recover. I have lots of images I can upload if needed, at the moment I have just uploaded 4 - one is the current condition of the shoe, the other 3 show the pre-transit condition, and packing.

  

  Business Response

  Date: 10/03/2025

  Good afternoon,
  
  Thanks for your patience. While reviewing your case for your order ending ***, we found the Louboutin women shoes were submitted in a very different condition. Our team found color transfer on left shoe. It was not approved for that reason.
  
  We take our authentication process seriously. You can learn more here: *******************************************************************************************************
  
  Please contact our customer service team if we can assist you with anything else.
  
  Best regards,
  
  Rebag ****************

  Customer Answer

  Date: 10/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is why I have escalated this issue to the BBB, because Rebag will not take any accountability.

  As submitted, I have proof that when these shoes left my possession, the print was not there (see attached photos - one of which is time and date stamped and clearly shows that left shoe without a single **** on it). These shoes were then placed into a red ********* ********* dust bag (no print or ****ings are on the inside of the bag) and then they were placed inside the packaging, and dropped off at ***** within an hour. 

  These shoes were sent to you in good faith, and in good condition. Between them leaving my possession, and the report - which was 2 weeks later, the shoe has been damaged with that print. As far as I am aware, as soon as my items were dropped off with your carrier, they were in your care. 

  As part of my trade l also ticked a box which charged me an additional $25 for shipping insurance. 

   I think it's pretty poor that even despite me providing evidence to show those shoes left my possession with no issues, that Rebag are not prepared to take any accountability for this, despite it clearly happening whilst they were in your care. 

  I have seen a lot of similar testimonials online, that this is a pretty common occurrence for Rebag, which is very disappointing. 

  As stated, these shoes have now been returned to me in a worthless condition, and I cannot wear them or sell them. Prior to me sending them to you, I could have done either of these with no issues. I am in a worse position for sending you these shoes, which I don't think is acceptable for a business to do. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *********
  
  
  
  
   
  

• Initial Complaint

  Date:10/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted two items to Rebag in August 2025 for their buyout program. The items were received and confirmed by Rebag. However, as of October 1, 2025, I have not received the payment that was promised under the buyout agreement. Despite multiple attempts to follow up with Rebag support, I have not received any resolution, clear explanation, or payment.

  

  Business Response

  Date: 10/02/2025

  Good morning,
  
  Thanks for your patience. Upon reviewing your account, we found that your order ending in 141 was received in 09/01/25 and paid on 10/02/25, within the estimated timeline. As a reminder our processing time is 4-5 weeks: *****************************************************************************************************************************.
  
  Please contact our customer service team if we can assist with anything else.

• Initial Complaint

  Date:09/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a Chanel bag to the Rebag for instant buyout quote. The bag was received by Rebag on 8.21.25. Bag was inspected, authenticated and placed for sale on the website. Upon seeing my bag active on sale I asked for my buyout since I did not receive it. I was told it will take 4-5 weeks for them to pay me even though bag was already for sale. I believe these practices are illegal as I was not paid for my bag and they already listed it. Whats worse - few days after I noticed that my bag was SOLD! I inquired again about my buyout and received the same response that they still authenticating my bag which is unacceptable as they Sold it- it does not make sense. I also heard that they charging 3 percent if you want to transfer buyout to bank which was never disclosed and its significant fee for them on top of the unacceptable wait. I demand to be paid for my bag and I refuse to be charged any fees to deposit my money to the bank account. I will never utilize Rebag again.

  

  Business Response

  Date: 09/24/2025

  Good morning,
  
  Thanks for your patience. Upon reviewing your account, we see that your order ending in *** was received in 08/22/25 and paid on 09/23/25, within the estimated timeline. Additionally, your seller funds were already cashed out. As a reminder, our processing time is 4-5 weeks: *****************************************************************************************************************************
  
  You can also learn more about out cashout fees here: ****************************************************************************************************.
  
  Please contact our customer service team if we can assist with anything else.
  
  Best regards,

  Rebag Customer Service

• Initial Complaint

  Date:09/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took items into the *******, ** store on August 7, 2025. These items were to be sent to the corporate warehouse/office for valuation and then payout (these were not consignment items). Rebag confirms receiving but I have not gotten paid out for these items. Im owed $2290 and I keep getting the run around. Ive emailed several times to find out whats happening and I keep getting "sorry for the delay" emails.I honestly think they have lost these items and that is what is holding the delay but considering they have my items and have made zero effort to address this, I might be considering legal action if this does not resolve it.

  

  Business Response

  Date: 09/23/2025

  Good afternoon.
  
  Thanks for your patience. We have reviewed your account and your item ending ***** is already processed. There are other items in your offer that still require your review for us to complete the inspection and payment process respectively.
  
  Please contact our customer service team if we can assist you with anything else.
  
  Best regards,

  Rebag Customer Service

  Customer Answer

  Date: 09/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Communications from Rebag clearly state that:

  Funds will be deposited in your Rebag Wallet up to 4 weeks after we receive your item

   

  Rebag has been in possession of items since August 7, much longer than 4 weeks.

   

  In email communications with the warehouse, this is the reply I got on August 27:

  This process typically takes 4 to 5 weeks to be finalized, which includes both the item evaluation and payout processing time.

   

   

  Ive also purchased a Rebag membership which allows more money on items that are to be paid out. I now expect the additional funds in this payout as the delay is in excess of what Rebag stated their policy was.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ******
  
  
  
  
   
  

  

  Business Response

  Date: 10/01/2025

  Good afternoon.
  
  Thanks for reaching back. We have confirmed the amount for your order ending *** is correct as it includes the total quoted for your items and the ** membership bonus. The funds were already cashed out and are on its way to you.
  
  In case you want a breakdown of these details, please reach out our **************** team.

  Thank you.

   

• Initial Complaint

  Date:09/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my bag as a buyout to Rebag for a quote of $3560 and due to the Rebag+ membership I was supposed to take $3720. I dropped it off on 9/19, and was told it would take 3-5 days to be vetted. I received an email today on 9/22 saying I got an updated offer of $3440, and with the Rebag+ I would take home $3615. I contacted support just to ask when they would be funding my wallet with my buyout, and they did it immediately. To my surprise, it was a delightful surprise just because I had read the horror stories about Rebag ghosting and not paying. I then attempted to wire the funds to my bank account, aware of the 3% early withdrawal fee. I didnt receive an email confirmation and thought it was odd, and then no less than 5 minutes later I get an email from support saying my transfer failed and to try again the next business day. I asked support, and he said there were no issues with my account or the wire, and to try again later today. I also called support to see what their reply would be. They said theyre having technical issues and its because I use an ***** email that Im not receiving the code to process a bank transfer, when I explained I already received a code the first time I tried, but the transfer has since failed and when I try to make a transfer again I no longer receive a code, completely cutting me off from transferring my funds. Now he said its all a technical issue so thats why, and to try again later today. Im concerned what everyone is saying is valid and I will never see my money. Can you please help me initiate a successful bank transfer of $3615 less the 3% fee, so I can receive my funds and call it a day? Thank you!

  

  Business Response

  Date: 09/22/2025

  Good afternoon,
  
  Thanks for your patience. We have reviewed your account and your funds are available for cash out since 09/22/2025. If you had trouble cashing out, please try tomorrow morning after 8AM EST. ************ Service Manager will reach out to help you further on your request in case of any additional questions.
  
  Best regards,

• Initial Complaint

  Date:09/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received and accepted a quote to sell a Van ***** Sweet Alhambra bracelet to Rebag on 9/8/25. The quoted amount to be paid to me was $1,600.00. Rebag received and signed for the package sent via ***** on 9/10/25. Rebag facilitates three types of selling transactions - Consignment, Buyout and Trade. When the selling offer was confirmed, I selected the "Buyout" option instead of consignment or trade, which per Rebag's terms and conditions, states that I will be paid for my items when the item has been fully vetted and authenticated. I sent an email to ********************************** on 9/12/25 to confirm delivery and inquire on when I would be receiving my payout. ******* from Rebag's customer service stated that it would now take 4-5 weeks, instead of the original 5-7 days I was accustomed to from a prior sale. This new timeframe was not something I agreed to, before or after I shipped my item, and *******'s email was the first time I was notified of such change. On 9/19/25, upon checking the Rebag site, I saw that my item had been listed for sale. I confirmed this to be my item based on the characters of serial number. I immediately reached out to ********************** to inquire on why my item had been listed for sale, when I hadn't been paid. Per Rebag's "Buyout" process stated online, it encompasses a "thorough authentication and vetting process," in which the seller would be paid for their item following completion. Rebag's authentication policy states "Every item undergoes an in-house multilayered evaluation by our authentication experts before it is Rebag-approved and listed for sale." Since my item was listed for sale, that concludes that it was deemed authentic, and therefore I should have already been paid as a condition of the "Buyout" selling terms. Rebag has not paid me for what I believe is their way of trying to wait until my item has sold before paying me. That is a deceptive business practice and is not what I contractually agreed to as a condition of selling.

  

  Business Response

  Date: 09/22/2025

  Good morning. 
  
  Thanks for your patience. We are sorry to hear about any confusion. In reviewing your account, we confirmed the order ending *** was received on 09/12/25 and is currently under inspection and its process will be completed by 10/16/25. Our processing times are 4-5 weeks from the date received. You can find more information here: *****************************************************************************************************************************************;
  
  Please contact our customer service team if we can assist with anything else.

  Customer Answer

  Date: 09/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The merchant completely disregarded anything in my complaint. Their response is baseless and generic. Those are not the terms and conditions that I have agreed to as a condition of the sale. You stated my item is under inspection in your response, but it is not under inspection, because it has been listed for sale on your website. I have since reached out to an attorney for further reproach.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *******
  
  
  
  
   
  

  

  Business Response

  Date: 10/01/2025

  Good afternoon.
  
  We have followed up on your request. The order ending *** was received on 09/12/25 and is currently under inspection. Our processing times are 4-5 weeks from the date received. Your item inspection is not yet completed but still within our estimated timeframe. Its process will be completed by 10/16/25. You can find more information here: ******************************************************************************************************************************
  
  Please contact our customer service team if we can assist with anything else.
  
  Best regards.

• Initial Complaint

  Date:09/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I consigned an item with Rebag on 6/20/2025. I sent them a pair of Chanel heels WITH THE BOX, DUSTBAGS, AND EXTRA HEEL TAPS.I pulled my item from consignment after 3 months of no sale. I received back, only the shoes, packaged inside of a Rebag dust bag. I reached out to customer service, on Friday 9/19/25, and explained the issue. The agent advised me that she would submit an inquiry to the warehouse, and that they would get back to me, within 48 hours. She then advised me that they were closed on weekends, so I may not hear anything back until Monday. I asked her so is it safe to assume that they threw my box away? She LAUGHED and replied thats what Im trying to CONFIRM, because usually when an item gets consigned, everything that isnt a part of the quote gets discarded. I AM PISSED!!!!!!! This is CHANEL!!!!!!!!!!!! CHANEL!!!!!!!!!!!!!I am removing myself from my Rebag+ membership, and withdrawing my funds IMMEDIATELY. WOULD NOT RECOMMEND.

  

  Business Response

  Date: 09/19/2025

  Good afternoon.
  
  Thanks for your patience. We are sorry to hear about this confusion. We have evidence that your bag has been returned and delivered today on 09/19/25 11:49AM under the tracking ending ****. The item was delivered in the same condition we received it.
  
  You can learn more about our return policy here ******************************************************************************************************************.
  
  Please contact our **************** team if we can assist you with anything else.

• Initial Complaint

  Date:09/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold 2 handbags to Rebag which they received and confirmed July 29. I didnt realize that they policy had changed with month regarding payouts. I was told to wait another month for pay out with I didnt realize, after they said I will be charged 3 % if payout instant or wait another 15 days. Sept 15 I tried to do pay out and Im receiving email saying unable to do so . They have my 2 handbags since July 24. It is September and with the waiting, still havent received my 5034 pay out.

  

  Business Response

  Date: 09/16/2025

  Good morning, 
  
  Thanks for your patience. We have reviewed your account and your funds are available for cash out since 09/15/2025. In case you need additional assistance, our **************** Manager will reach out today to help you further on your request.
  
  Best regards,

  Rebag ****************

  Customer Answer

  Date: 09/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:09/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After 2 email communications and one BBB review, Rebag failed to issue me payment on my item that was delivered on Aug 12, reviewed on Aug 26, and they already listed my item online for sell. Their response to BBB was "currently under inspection" which is not true. Item already passed inspection and listed for sell but they are just holding up my payment. I was not notified their sudden change of processing time that they claim. As a repeat customer, if I was aware of the hold up in payment I would have chosen other company to do business with. I am now requesting immediate payment to my Rebag wallet account and waive any transaction fees to transfer funds to my bank. This transaction is not complete until they issue my payment but on the other hand they already listed item for sell which they have not paid me for. I chose buyout and not consignment for faster payment to begin with.

  

  Business Response

  Date: 09/10/2025

  Good Morning. 
  
  We are sorry to hear about any confusion. In reviewing your account, we confirmed that order ending in *** was processed and completed within the established timeline. As a reminder our processing time is 4-5 weeks: *****************************************************************************************************************************. Please login to your account as the funds are already in your wallet. 
  
  Please contact our customer service team if we can assist with anything else.

  Customer Answer

  Date: 09/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  Thank you BBB for your assistance so the business resolved the situation and issued my payment promptly after the complaint was filed as they failed to provide any help with multiple customer service communication attempts.
  
  Sincerely, ************************************************